Customer Support Associate

Job Title: Customer Support Associate

Location: Kolkata (Work from Office)

Shift: US Shift / UK Shift

About the Role

We are looking for customer-centric professionals to support customers through multiple channels including voice, chat, and email. The ideal candidate will provide timely resolutions, ensure customer satisfaction, and maintain service quality across all interaction channels.

Key Responsibilities

• Handle customer interactions via calls, chat, and email.
• Respond to customer queries promptly and accurately.
• Troubleshoot issues and provide effective resolutions.
• Manage multiple chats simultaneously while maintaining quality standards.
• Document customer interactions in internal systems.
• Follow escalation procedures for unresolved issues.
• Achieve individual and team performance metrics including CSAT, AHT, FCR, and productivity targets.
• Ensure compliance with process guidelines and data security policies.

Requirements & Tech Stack

• Excellent written and verbal communication skills.
• Strong email drafting and chat handling abilities.
• Good multitasking and problem-solving skills.
• Ability to work under pressure in a fast-paced environment.
• Proficiency in MS Office and CRM tools.
• Typing speed of 30+ WPM preferred.

Qualifications

• Graduate/Undergraduate (as per process requirement).
• Freshe rs are preferred and if experienced they are welcome.
• Previous experience in voice, chat, email, or blended support is preferred.
• Willingness to work in rotational shifts including weekends.

Key Competencies

• Customer Focus
• Communication Skills
• Problem Solving
• Multitasking
• Adaptability
• Teamwork
• Time Management
• Attention to Detail

Cab facility available during Odd hours.